Job Description
Join arenaflex, the AI Platform Redefining Business Planning, as we continue to revolutionize the way businesses plan and perform. As a Customer Success Manager at arenaflex, you will play a critical role in ensuring our customers achieve a high level of adoption and business value from using our platform, with a specific focus on supporting high-volume, lower-value accounts. **About arenaflex** arenaflex is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team—from Finance to HR—to build, adapt, and align strategic plans in real time. Founded in 2019, arenaflex is one of the fastest-growing SaaS companies globally, with industry leaders like Unilever, Snowflake, Siemens, and DPD using our platform daily to make more informed decisions and confidently navigate any scenario. With a team of 500+ across Paris, London, New York, San Francisco, and Toronto, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner Magic Quadrant for Financial Planning Software. At arenaflex, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we'd love to hear from you. **Key Responsibilities** As a Customer Success Manager at arenaflex, your primary responsibility will be to ensure our customers achieve a high level of adoption and business value from using our platform, with a specific focus on supporting high-volume, lower-value accounts. You will play a crucial role in building our digital-touch customer motions by leveraging Vitally, arenaflex, SDFC, and other automation technologies. Additionally, you will have full commercial ownership for revenue on the book of business, including account renewals and expansion. Some of your key responsibilities will include: * Managing and maintaining relationships with high-volume, Mid-Market accounts, ensuring they attain a high level of adoption and business value from using arenaflex. * Driving customer renewals by proactively engaging with customers, identifying opportunities for expansion, and demonstrating the value of continued partnership. * Collaborating with sales teams to identify upsell and cross-sell opportunities within the existing customer base, working towards revenue expansion goals. * Developing and implementing strategies to drive customer adoption, usage, and satisfaction, utilizing digital-touch approaches and automation technologies like PlanHat. * Leveraging data and metrics to track customer health, identify at-risk accounts, and implement retention strategies to minimize churn. * Partnering with the product team to gather customer feedback, relay enhancement requests, and contribute to the product roadmap based on customer needs and insights. * Delivering virtual presentations, webinars, and training materials to educate customers on best practices, new features, and updates related to arenaflex's platform. * Creating customer-facing messaging and content, including email communications, newsletters, and knowledge base articles, to effectively communicate product updates, best practices, and other relevant information. * Collaborating with cross-functional teams, including marketing and customer support, to ensure a seamless customer experience throughout the customer journey. * Maintaining accurate records of customer interactions, account details, and activities within the CRM (Salesforce) and the Customer Success platform (PlanHat). * Collaborating closely with certified arenaflex Partners (third parties) to ensure customer implementations run smoothly and result in deployments that align with expected outcomes and drive successful adoption. **Essential Qualifications** To be successful in this role, you will need to have: * Significant experience in customer success, account management, or a similar role within a software/SaaS company. * A proven track record of effectively managing high-volume, lower-value accounts, and driving customer adoption, satisfaction, renewals, and expansion. * Experience with digital-touch customer engagement strategies, automation technologies, and platforms like PlanHat. * A strong commercial mindset with the ability to take full ownership of revenue on the book of business, including renewals and expansion. * Excellent analytical skills to interpret customer data, identify trends, and uncover opportunities for growth and risk mitigation. * Outstanding communication and interpersonal skills, with the ability to build rapport and maintain strong relationships with customers at all levels. * Results-oriented with a proactive and strategic approach to problem-solving in a fast-paced, dynamic environment. * Fluency in French and English. **Preferred Qualifications** While not required, the following qualifications would be beneficial: * Experience with creating video or animated content. * Familiarity with CRM systems, such as Salesforce. * Knowledge of business planning and performance management software. **What We Offer** As a Customer Success Manager at arenaflex, you can expect a competitive package, including: * Competitive salary and bonus structure. * The best health insurance with Alan Blue entirely free for you and your family. * Weekly Lunch and Lunch vouchers (Swile card) to cover your lunch breaks with total flexibility. * Subscription to Egym Wellpass (ex-Gymlib) for full access to gyms, studios, and wellness spaces across France. * Trust and flexible working hours. * Along with one company offsite every year, we have brand new offices at the heart of major cities, including New York, San Francisco, Toronto, Paris, and London. * High-end equipment (based on stock/availability) to do your work in the best conditions. **How We Work** At arenaflex, we believe in a culture that is: * Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, arenaflex customers, partners, and the planet. * Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate arenaflex community. * Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission. * Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for arenaflex. * Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organisations. **Additional Information** We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially. arenaflex is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice. If you're ready to join a team that is revolutionizing the way businesses plan and perform, apply now to become our next Customer Success Manager! 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